Senior Customer Success Manager (London)

CompanyDuffel

LocationLondon, England, United Kingdom

Posted At3/6/2026

UK Visa Sponsorship Analytics

Occupation Type

Business associate professionals not elsewhere classified.

Occupation Code Skill LevelMedium Skilled

Sponsorship Salary Threshold

£41,700 (£21.38 per hour)

Standard minimum applies

Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.

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Description

Customer Success Manager

London (Hybrid 2 days in Shoreditch)

Create the future of travel with us.

Whether its visiting loved ones, starting an adventure, or a career-defining business trip, travel matters. And yet, anyone whos booked a flight knows how painful it can be. Outdated systems, clunky tools, endless workarounds - it shouldnt be this hard.

At Duffel, were on a mission to unravel travel. Were rebuilding the infrastructure that powers the travel industry, making it simple, fast, and delightful. Backed by Benchmark, Blossom, Index Ventures, and Kima Ventures, were a London team growing fast - and looking for people who want to make a real impact.

About The Role

Were looking for a Customer Success Manager (CSM) to help our customers get the most out of Duffel. Youll own relationships, spot growth opportunities, and make sure our technology truly works for them, alongside Customer Success Engineers and Product Support Specialists.

Youll work closely with Product, Engineering, Finance, and Travel Operations teams to ensure our customers are happy, successful, and inspired by Duffel.

What youll do

Own day-to-day relationships with strategic business customers
Keep customers engaged and help them get the most out of Duffel
Analyse customer performance and suggest new features or upgrades
Develop KPIs and monitor business and technical performance
Champion your portfolios product needs to influence our roadmap
Occasionally represent Duffel at events, panels, and forums

What were looking for

5+ years helping enterprise customers get value from a software or tech product
Proven track record of growing customer relationships and reducing churn
Experience in a fast-growing startup
Comfort supporting implementation pre, during, and post-launch
Strong problem-solving and independent judgment
Excellent communication, translating complex tech and business issues clearly
Analytical mindset, you enjoy digging into data to drive decisions
Strong project management skills
Experience aligning cross-functional teams to customer outcomes
Experience influencing product roadmap and sales strategy

Bonus Points If You Have

Deep knowledge of travel tech (airline or hotel distribution)
Experience using AI or automation to scale customer success
Previous work with customer support or operations teams

Why youll love working here

Work From Anywhere change your scenery without changing your job

Duffel Travel Allowance because working in travel should come with travel perks

Enhanced parental leave

Sabbatical options proper time to recharge

Shoreditch office near Liverpool Street + regular team socials

Competitive salary + potential equity

Everyone who joins Duffel owns a share of the company. We believe in full ownership, pride in your work, and a culture where your voice matters.

Were an equal opportunities employer - we hire for skill and potential, not background. If you can solve problems, build amazing things, and want to help shape the future of travel, we want you here.

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